Listen to a talk introducing important tips on making business calls and fills in the blanks. Good afternoon. Today I’m here to talk about how to make effective business calls. Telephone communication is common nowadays, therefore, how to 1) gets increasingly important. Now I’d like to introduce some tips on making proper business calls. First, you should know 2) . Make sure you have 3) before you dial. One important thing we should not overlook is time schedule. Try to 4) for calls. Before you make the call, be sure that you get rid of 5) . For example, turn off the radio, television, etc. When making the call, listen carefully and 6) . Don’t pretend you have understood when you haven’t. Another thing we should keep in mind is: let other people speak and try to avoid 7) . Speaking slowly and clearly is important. Try to avoid 8) . Besides, make sure 9) . Remember that you should not argue! Use 10) , such as “Which is better, Monday or Tuesday?”, “Morning or afternoon?”, “Ten or eleven a.m.”? And, of course, try to make your call brief. Avoid11)_____________ . Additionally, don’t try to be funny—you may be misunderstood. The last tip you should bear in mind is to 12) . Your listener can “hear” your smile.